Linking client and employee perceptions of the organization: A study of client satisfaction with health care services

Client satisfaction with health care sen ices has usually been researched in terms of socio-demographic and predispositional characteristics associated with the client. The present study included organizational characteristics as predictors of client satisfaction with health care services. Participants in the research were clients and employees of an Australian public-sector health care organization who responded to separate client and employee questionnaires. Hierarchical regression analyses indicated that, after controlling for a number of client characteristics, organizational characteristics, as perceived by employees, accounted for a significant proportion of additional variance in client satisfaction with health care services. Results of the present study provided some support for the proposition that employee perceptions of the working environment should be considered in a more comprehensive understanding of client satisfaction with health care services. Limitations of the study highlight practical difficulties in the assessment of client outcomes and methodological complexities in linking individual and organizational processes.

Women's satisfaction with general practice consultations

Objective: To determine women's satisfaction with general practice services. Design: Cross-sectional postal questionnaire conducted during April to September 1996 (part of the baseline survey of the Australian Longitudinal Study on Women's Health). Participants: Women aged 18-22 (n=14739), 45-49 (n=14013) and 70-74 (n=12941) years, randomly selected from the Medicare database, with oversampling of women from rural and remote areas. Main outcome measures: Frequency of use of general practice services; satisfaction with the most recent visit to a general practitioner (CP), prevalence of selected symptoms; preference for a female doctor. Results: The most recent visit to a GP was rated overall as good, very good or excellent by more than 80% of women, with increasing levels of satisfaction with increasing age of the women. However, satisfaction was lower for waiting room time and cost of the visit. A third of the young and middle-aged women living in rural and remote areas were dissatisfied with the cost of the visit. Young women were more likely to prefer a female doctor, and many were dissatisfied with their GP's skills at explaining their problem and giving them a chance to give an opinion and ask questions. The most prevalent symptoms for all women included headaches and tiredness, and many were not satisfied with the health services available to help them deal with these symptoms. Conclusions: Australian women have high levels of satisfaction with GP consultations. However, more effective strategies may be needed to improve communication with younger women, and there is an unmet need for services to help all women deal with some common symptoms. Dissatisfaction with cost of services and women's preference for female doctors have implications for future health policy.

Evaluation of the Importance of Attributes in Customer Satisfaction with Supermarkets in the Mid-Valley Region of the Itajai - SC

In a dynamic atmosphere of competitiveness, customer satisfaction is a key factor in the long term success of a business relationship. From this perspective, the objective of the article was to evaluate the importance of attributes and customer satisfaction with Supermarkets in the Mid-Valley region of the ltajai/SC. Research methodology is characterized as descriptive, of the survey type, with a quantitative, cross section approach. The research instrument used was a questionnaire structured with open and closed questions, according to Lickert`s scale. By means of this, the degree of importance of supermarket attributes and the level of customer satisfaction with them were verified. In regard to the importance of the attributes, cleaning, parking, safety and variety of products are the most important, while the attributes Of purchase through the internet and taste samples are the least significant ones. The results of satisfaction point to the fact that the Supermarkets Big and Angeloni presented a greater degree of satisfaction in relation to the general average in practically all of the attributes, while Bistek presented the smallest degree of satisfaction, only surpassing the average in regard to the attribute of store lighting.

Condições associadas ao grau de satisfação com a vida entre a população de idosos

OBJETIVO: Com o aumento geral da sobrevida da população, torna-se importante garantir aos idosos não apenas maior longevidade, mas felicidade e satisfação com a vida. O objetivo do estudo foi descrever os fatores associados ao grau de satisfação com a vida entre a população de idosos. MÉTODOS: Foram entrevistados 365 idosos no município de Botucatu, SP, em 2003, selecionados por meio de amostragem estratificada proporcional e aleatória. Utilizou-se uma composição dos questionários de Flanagan, de Nahas e o WHOQOL-100. Para complementar o inquérito, foram acrescentadas questões sobre atividade física do Questionário Internacional de Atividade Física; perguntas sobre morbidade referida e avaliação emocional, situação sociodemográfica, além de uma pergunta aberta. O grau de satisfação com a vida foi medido numa escala de um a sete, utilizando reconhecimento visual. Foi realizada análise de regressão logística hierarquizada, considerando como variável dependente a "satisfação com a vida" e variáveis independentes àquelas que compuseram o questionário final, em blocos. RESULTADOS: A maioria dos idosos estava satisfeita com sua vida em geral e em aspectos específicos. Associou-se com o grau de satisfação com a vida: conforto domiciliar (OR=11,82; IC 95%: 3,27; 42,63); valorizar o lazer como qualidade de vida (OR=3,82; IC 95%: 2,28; 6,39); acordar bem pela manhã (OR=2,80; IC 95%: 1,47; 5,36); não referir solidão (OR=2,68; IC 95%: 1,54; 4,65); fazer três ou mais refeições diárias (OR=2,63; IC 95%: 1,75; 5,90) e referência de não possuir Diabetes Mellitus (OR=2,63; IC 95%: 1,31; 5,27). CONCLUSÕES: Os idosos, em sua maioria, estavam satisfeitos com a vida e isso se associou a situações relacionadas com o "bem-estar" e a não referência de Diabetes Mellitus.

Transtorno mental, indicadores demográficos e satisfação com a vida

OBJETIVO: Analisar a influência de rastreamento positivo para transtornos mentais não-psicóticos, variáveis sociodemográficas e presença de doença crônica não-psiquiátrica nos escores da Escala de Satisfação Com a Vida. MÉTODOS: Participaram do estudo os moradores de uma área atendida pelo Programa de Saúde da Família em Santa Cruz do Sul (RS). De 30 de junho a 30 de agosto de 2006 os participantes responderam ao instrumento de rastreamento psiquiátrico Self-report Questionnaire-20 items e à Escala de Satisfação Com a Vida, esta para avaliar o componente cognitivo do bem-estar subjetivo. RESULTADOS: O total de indivíduos participantes do estudo foi de 625. Ser do sexo feminino apresentou associação significativa e inversa com satisfação com a vida. O mesmo ocorreu entre escores do rastreamento psiquiátrico e da Escala de Satisfação com a Vida. Por outro lado, a idade apresentou associação significativa e positiva com a Escala. Após análise multivariada, todas as três variáveis permaneceram associadas ao desfecho. Indivíduos com doença crônica não-psiquiátrica não diferiram dos sem doença nos escores da Escala de Satisfação com a Vida. CONCLUSÕES: A associação positiva entre a Escala de Satisfação com a Vida e idade está de acordo com sua validação no Brasil. A relação inversa entre escores do instrumento de rastreamento psiquiátrico e a Escala confirma o impacto negativo dos transtornos mentais.

Professional and community satisfaction with the Brazilian family health strategy

OBJECTIVE: To analyze the strengths and limitations of the Family Health Strategy from the perspective of health care professionals and the community. METHODS: Between June-August 2009, in the city of Vespasiano, Minas Gerais State, Southeastern Brazil, a questionnaire was used to evaluate the Family Health Strategy (ESF) with 77 healthcare professionals and 293 caregivers of children under five. Health care professional training, community access to health care, communication with patients and delivery of health education and pediatric care were the main points of interest in the evaluation. Logistic regression analysis was used to obtain odds ratios and 95% confidence intervals as well as to assess the statistical significance of the variables studied. RESULTS: The majority of health care professionals reported their program training was insufficient in quantity, content and method of delivery. Caregivers and professionals identified similar weaknesses (services not accessible to the community, lack of healthcare professionals, poor training for professionals) and strengths (community health worker-patient communications, provision of educational information, and pediatric care). Recommendations for improvement included: more doctors and specialists, more and better training, and scheduling improvements. Caregiver satisfaction with the ESF was found to be related to perceived benefits such as community health agent household visits (OR 5.8, 95%CI 2.8;12.1), good professional-patient relationships (OR 4.8, 95%CI 2.5;9.3), and family-focused health (OR 4.1, 95%CI 1.6;10.2); and perceived problems such as lack of personnel (OR 0.3, 95%CI 0.2;0.6), difficulty with access (OR 0.2, 95%CI 0.1;0.4), and poor quality of care (OR 0.3, 95%CI 0.1;0.6). Overall, 62% of caregivers reported being generally satisfied with the ESF services. CONCLUSIONS: Identifying the limitations and strengths of the Family Health Strategy from the healthcare professional and caregiver perspective may serve to advance primary community healthcare in Brazil.

Brazilian version of the Quality of Care Scale: the perspective of people with disabilities

OBJECTIVE To analyze evidence of the validity and reliability of a Brazilian Portuguese version of the Quality of Care Scale from the perspective of people with physical and intellectual disabilities.METHODS There were 162 people with physical disabilities and 156 with intellectual disabilities from Porto Alegre and metropolitan region, who participated in the study in 2008. Classical psychometrics was used to independently analyze the two samples. Hypotheses for evidence of criterion validity (concurrent type) were tested with the Mann-Whitney test for non-normal distributions. Principal components analysis was used to explore factorial models. Evidence of reliability was calculated with Cronbach alpha for the scales and subscales. Test-retest reliability was analyzed for individuals with intellectual disabilities through intra-class correlation coefficient and the Willcoxon test.RESULTS The principal components in the group with physical disabilities replicated the original model presented as a solution to the international project data. Evidence of discriminant validity and test-retest reliability was found.CONCLUSIONS The transcultural factor model found within the international sample project seems appropriate for the samples investigated in this study, especially the physical disabilities group. Depression, pain, satisfaction with life and disability may play a mediating role in the evaluation of quality of care. Additional research is needed to add to evidence of the validity of the instruments.

Constructing and validating a scale of employee satisfaction with HRM practices in the healthcare context

The concept of HRM perceptions is a growing interest in the literature, as one of the antecedents of HRM outcomes. Regardless, not only the cognitive aspect of perception is interesting in this field (what you think) but also the affective perspective is of interest (how you feel about it). In this study we propose a scale for assessing satisfaction with the perceptions of the HRM practices. A 24 item Likert-type scale was developed considering literature review, to assess subjects’ satisfaction with Human Resources Practices in a healthcare setting. Talked reflections were held and a survey encompassing all workers from a Hospital was conducted later, with a sample of 922 subjects. Exploratory and Confirmatory Factor Analysis were performed; reliability was tested using Cronbach’s alpha. The scale presents good psychometric properties with alpha values that range from .71 to .91. Exploratory and Confirmatory Factor Analysis demonstrated that the scale presents a very good fit with CFI= 0.94, AGFI= 0.88, and RMSEA= 0.07. The present study represents a first approach in the usage of this scale and despite having a large sample, respondents originate from a single institution. This study presents a pertinent scale towards measuring a seldom explored construct of the worker-organization relationship. The scale is parsimonious and results are promising. There seems to be very little research on how subjects feel about the HRM practices. This construct, very much in line with more recent studies concerning worker perceptions can be especially interesting in the context of the worker-organization relationship.

Give some to get some - Analysing the relationship between worker satisfaction with human resources management and perceived individual performance in a Portuguese hospital

The purpose of this study is to investigate the association between the satisfaction with HRM practices in an organization and the workers' perceived performance. We are interested in learning if indeed workers that are more satisfied with the organization’s practices will also perceive themselves as more hardworking than others, thus confirming the happy-productive worker hypothesis, from an individual perception standpoint. Data originates from a large Portuguese hospital, with a sample of 952 clinical and nonclinical hospital workers. Data was originally explored using SPSS software and later tested in AMOS software where a multiple regression model was constructed and tested. Results indicate that overall satisfaction with HRM practices are related with the workers’ perceived performance; most of the HRM satisfaction subscales also relate, except for pay and performance appraisal, that do not seem to be good predictors of the workers perceived performance. The present study is based on a single large public hospital, and thus, these findings need to be further tested in other settings. This study offers some clues regarding the areas of HRM that seem to be more related with the workers’ perceived performance, and hence provide an interesting framework for managers dealing with healthcare teams. This study contributes to the happy-productive worker hypothesis research, by including seldom used variables in the equation and taking a different perspective. Results provide new clues for investigation and practice regarding the areas of action in HRM that seem to be more prone to elicit perceived effort from the workers.

Consumer satisfaction with water, wastewater and waste services in Portugal

While the concept of consumer satisfaction is a central topic in modern marketing theory and practice, citizens' satisfaction with public services, and especially water and waste services, is a eld that still remains empirically rather unexplored. The following study aims to contribute to this area by analysing the determinants of user satisfaction in the water, wastewater and waste sector in Portugal, using a unique survey of 1070 consumers undertaken by the Portuguese Water and Waste Regulator ERSAR. I perform an analysis of the relation between overall service satisfaction and attributespeci c service satisfaction with an ordered logit model. I then explore if subjective consumer satisfaction can be re ected by ERSAR's technical performance indicators. The results suggest that overall consumer satisfaction is driven by consumer's satisfaction with speci c service aspects but unrelated to socioeconomic and demographic characteristics. Furthermore, I show that there is no monotonic association between ERSAR's technical performance indicators and consumers' levels of satisfaction.

Spousal support and satisfaction with healthcare services as moderators between psychological morbidity and adherence to diet in Type 2 Diabetes patients

Objectives: This study analyzed the moderating role of partners’ support and satisfaction with healthcare services in the relationship between psychological morbidity and adherence to diet in patients with type 2 diabetes (T2DM). Methods: Participants were 387 recently diagnosed T2DM patients that answered the following instruments: Revised Summary of Diabetes Self- Care Activities Measure, Hospital Anxiety and Depression Scales, Multidimensional Diabetes Questionnaire and Patient Satisfaction Questionnaire. Results: Partners’ positive and negative support moderated the relationship between psychological morbidity and adherence to diet. Satisfaction with healthcare services also moderated the relationship between psychological morbidity and adherence to diet. Conclusions: Intervention programs to promote adherence to diet in patients with type 2 diabetes should focus on partners’ support and patient satisfaction with healthcare services.

Criação de uma escala de satisfação com a vida por meio da Teoria da Resposta ao Item

RESUMO Objetivo A satisfação com a vida é um julgamento cognitivo de alguns domínios específicos na vida e depende de uma comparação entre as circunstâncias de vida do indivíduo e um padrão por ele estabelecido. O objetivo deste estudo foi construir uma escala de satisfação com a vida por meio da Teoria da Resposta ao Item (TRI). Métodos Para a criação da escala, foi utilizado o questionário “Estilo de Vida e Hábitos de Lazer de Trabalhadores da Indústria” e a Teoria da Resposta ao Item com base no modelo de resposta gradual proposto por Samejima. Participaram do estudo 47.477 trabalhadores brasileiros da indústria. Resultados A escala contou com sete itens do bloco de perguntas “indicadores de saúde e comportamentos preventivos”, com assuntos relacionados ao estado de saúde, qualidade de sono, nível de estresse, sentimento de tristeza ou depressão e percepção de vida no lar, no trabalho e no lazer. Conclusão São poucos os estudos que tiveram seu foco direcionado à satisfação com a vida no Brasil, e aqueles que de alguma forma o abordaram incluíram somente uma questão específica sobre felicidade ou satisfação de vida, principalmente em estudos sobre o bem-estar subjetivo. Os resultados mostraram que a TRI foi eficiente para criar a escala, medindo principalmente aqueles indivíduos com valores intermediários de satisfação com a vida.